Frequently Asked Questions


Product: VTGO for PocketPC


If you have difficulty installing or working with IP blue VTGO for PocketPC softphone, please refer to the following list of symptoms and try the suggested steps to isolate and solve the problem. If you cannot find the answer, you can also search the Knowledge Base or submit a technical request form.

See also
   • FAQs for VTGO
   • FAQs for VTALL



Why did my install fail?
VTGO is unable to register with the Call Manager.
One-way audio
I do not hear any ringtones or dialpad tones
After I dial the number and hit send, nothing happens, and the number is cleared
Cannot adjust microphone/speaker volume
After installing VTGO!, I click on VTGO! icon to start program, and nothing happens.
Calls to the PSTN over the gateway are disconnected upon pickup.
After installing VTGO!, if first call placed is within network, program crashes.
The person Iím calling with VTGO! says they hear a humming sound.
I get an error saying, "Cannot Reach Number" when I place a call.


Why did my install fail?
This might be caused by remnants of previous version. Fully remove previous versions of VTGO through either "Remove Programs", or the VTGO clean utility, depending on the previous VTGO version (for versions 1.0.3 and lower). Retry cab file installation
 
VTGO is unable to register with the Call Manager.
This can be caused by faulty wireless connectivity, input of incorrect CallManager IP address or MAC address in VTGO, or faulty VTGO phone setup in CallManager.

Resolution:

  1. Make sure wireless connection is set up correctly (verify link status), and that the system has successfully obtained an IP address.
  2. Make sure VTGO is setup as a 7910 (v0.29 and up) phone in CallManager.
 
One-way audio
The person Iím calling can hear me, but I canít hear them. I can place a call,here tones but when the othe end answers I can't hear them.

One way audio on late model Windows Mobile devices is typically caused by routing issues between the wireless LAN, NATed or VPN attached devices not providing the Public or VPN assigned address to the softphone client. These types of problems can usually be resolved but should be examined on a case by case basis. If you are haveing this tpye of probelm open a Technical Support case with IP blue support via email to support@ipblue.com or via web form from http://www.ipblue.com/support_request.asp.

 
I do not hear any ringtones or dialpad tones
Cause: Either another audio application has locked the speaker, the speaker has failed to correctly close after a previous use, or the VTGO Sounds directory did not get installed.

Resolution:

  1. Close all programs that may use the audio system and perform a normal reset on the iPAQ.
  2. If the Sounds directory does not exist under "\My Device\Program Files\IPblue", or if the above directory is empty, re-install VTGO
 
After I dial the number and hit send, nothing happens, and the number is cleared
Exit and Restart VTGO
 
Cannot adjust microphone/speaker volume
My microphone volume slider is always at zero, and the speaker slider always goes back to zero after I adjust it.

Cause: Version 1.0.4 does not yet support full implementation of these features.

Resolution: Control audio levels through the iPAQ's volume controls, and ignore those found within VTGO. Fixed in VTGO! 1.0.6.

 
After installing VTGO!, I click on VTGO! icon to start program, and nothing happens.
Cause: Configuration file issues or implementation of these features.

Resolution: Copy license server address and serial number out of config file, and delete the config file from the VTGO! Windows directory. Now the VTGO! should start. Bring up the program, and check in Tools/Configuration to see if the configuration informationóthe license server and serial numberóare there. If not, enter the information in manually.

 
Calls to the PSTN over the gateway are disconnected upon pickup.
Calls from VTGO! to an IP phone within the network are fine, but calls to the PSTN over the gateway are disconnected upon pickup.

Cause: Codec mismatch. VTGO! version 1.0.4 and lower only supported G.711 codec

 
After installing VTGO!, if first call placed is within network, program crashes.
If first call placed is out to the PSTN through the gateway, call goes through fine, and all subsequent calls, both in and out of the network, go through fine.

Cause: Customer had set packet size to 30 msec for interoperation with 3510 MCU (multipoint audio/video conferencing unit). When customer set packet size back to 20 msec in CallManager (this is default size for VTGO!), program worked normally. If preferred sample size is set to 30 msec, the IP Phone shows the receive sample size at 0 msec (IE, nothing being sent at all) when VTGO! calls it. It uses 30 msec for its sample. When calling a Cisco gateway, the sample size is still 20 msec. The VTGO! software seems to remember this and uses it as it's sample size when an IP phone is called.

Resolution: Bug fixed in VTGO! 1.0.7.

 
The person Iím calling with VTGO! says they hear a humming sound.
The person Iím calling with VTGO! says they hear a humming sound, but I can hear them clearly. Adjusting mic level in VTGO! does not resolve problem.

Cause: Cisco wireless cardís transmit power set too high on iPAQ.

Resolution: Go to Programs/Cisco/Aeronet to check the setting for transmit power. It may be set on max. Set it on the lowest setting, which may be anywhere from 1mb to 30mb. If this causes loss of packets, select next lowest setting.

 
I get an error saying, "Cannot Reach Number" when I place a call.
Calling Search Space and/or Partition restrictions in CallManager, or codec mismatch issues.

Resolution:

  1. Make sure the VTGO registration in CallManager exists in the correct Calling Search Space and/or Partition.
  2. VTGO uses only the G.711 codec presently. Make sure the terminating endpoint is set to use G.711.
 


Related Pages

   FAQs for VTGO
   FAQs for VTALL
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